Portfolio-wide pulse: NPS trend, complaint themes, AI inquiry sentiment, churn risk. The early-warning system before a board hires their next management company.
Trend: −12 since Q4. Top theme: drainage repair delays. Manager James scheduled 1:1 with board president May 13.
Mostly positive — Broadcast composer working.
Plaza Tower garage P2 EV charger noise rising.
VRC active 2 cases · resolving.
Insurance renewal anxiety. Need owner letter.
Pool resurfacing fixed CV concern · LK pool stable.
PT garage EV stacking → sub-meter rollout in plan.
Diana & team pulling NPS up.
CoreCity Plumbing dragged · replaced.
"Front desk handled my package mix-up in 5 minutes. They knew my unit, knew my schedule, knew the right carrier. CMG isn't an HOA company — it's the building running itself."
L. Park · #214 · Plaza Tower
"The garage CO process was transparent. Engineer's letter attached, board voted in public, owner notice mailed. Felt like watching a competent organization at work."
P. Stein · #805 · Plaza Tower
"Mostly happy. Pool re-opens were communicated well. Wish there was a clearer rule on the rooftop after 10 PM — feels like a coin flip whether tonight is loud."
A. Mendez · #418 · Plaza Tower
"My patio drainage took 8 months to escalate. I'm tired. Going to put the unit up after Memorial Day. The board doesn't act unless threatened."
R. Brooks · #1812 · Lakes at Killearn
"I'm still owed clarity on the late fee schedule. Every email I get from CMG seems to add another charge."
D. Schmidt · #604 · Plaza Tower
"My drainage problem is on month 11. The new manager James is professional but doesn't have authority to push the contractor. The board sees the trend; nobody acts."
L. Brooks · LK #1812 follow-up
Score < 7 → SMS to assigned manager + supervisor in 5 min · 24h SLA for callback. Coverage rate 96% in last 30 days.
Recurring theme over 30d → drafted board memo with verbatims (anonymized) + recommended action. Surfaces in agenda builder for next BOD.
High-risk churners with active NOLAs get a manager-led recovery conversation. AGF doesn't push lien if there's a willing path back. Some recoveries paid full + stayed.
Top-quartile promoters auto-flagged for board succession + committee invitations. Conversion rate 22% promoter → volunteer in trailing year.
Anonymized for board view. Manager + supervisor see attribution. Released in §718.111(12) request only with redacted attribution per state-of-mind privilege.
Per-manager rollup feeds the leadership dashboard + Coaching Log + quarterly review. Anonymized to board when reporting on management contract performance.
The annual "owner satisfaction" memo nobody trusts. The board hiring a new mgmt company because "owners seem unhappy" without data. The detractor who quietly lists their unit because nobody followed up.
NPS · Touchpoints · Coaching · Board Succession · Lien tracker · Agenda builder · AI Triage.
